Infopeople Workshop - Customer Service in a Self-Check World
An Infopeople Workshop - June-October 2007
Workshop Description - html
Workshop Materials
- PowerPoint Presentation - ppt [364k]
- Books and Websites - doc [68k] - pdf [19k]
- Exercises
- Ex. 1: Welcoming Your Customers - doc [30k] - pdf [14k]
- Ex. 2: Rewording Library Jargon and Cut, Cut, Cut for Clarity - doc [38k] - pdf [8k]
- Ex. 3: Increase Self-Sufficiency - doc [30k] - pdf [14k]
- Ex. 4: Location, Location, Location - doc [30k] - pdf [7k]
- Ex. 5: Your Customer Service Action Plan - doc [31k] - pdf [7k]
- Ex. 6: What Keeps You from Changing - doc [26k] - pdf [14k]
- Handouts
- Cheat Sheet for Creating Tip Sheets - doc [34k] - pdf [25k]
- Wrap-up Crossword Puzzle - doc [28k] - pdf [10k]
- Example: Google Search Tips - pdf [310k]
- Example: Website Tip Sheet - pdf [96k]
- Follow Up Action Items - doc [33k] - pdf [14k]
- Ideas for Merchandising Library Materials - doc [28k] - pdf [7k]
- Low- and No-Cost Customer Service Improvements - html [6k]
- Customer Service Improvements - doc [25k] - pdf [6k]
- Tip Sheet: Questions to Ask in Reference - doc [45k] - pdf [25k]
- Customer Service Walkabout - doc [120k] - pdf [120k]